The player from Austria is confused about a bonus balance conversion that reduced his winnings from over €600 to around €40 after meeting the wagering requirements. He contacted support and was informed that the excess balance is eliminated upon completion, but he cannot find this policy in the terms and conditions.
Maneki Casino - Player's winnings are capped after meeting wagering requirements.
Amount: €600
Maneki Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
4d 19h 51m 2s
Case summary
2 days ago
Public
Public
2 weeks ago
Translation
Hello,
I received a bonus from a deposit, and I played and won over €600. Suddenly, I noticed that my balance was reduced from over €600 to something around €40.
I immediately contacted support, and they replied with this:
You have experienced a bonus balance conversion. This happens when you are playing on a bonus and have successfully met wagering requirements. Every offer has wagering requirements that you must complete before you can cash out.
The moment you complete that requirement, the system automatically eliminates the excess balance, leaving only the amount you're entitled to cash out.
They said the money is always gone, but I didn't find anything in the terms and conditions stating that when you meet the bonus requirements, almost all your money is eliminated.
What’s the point of getting a bonus if everything disappears anyway…
Automatic translation:
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1 week ago
Dear Beater,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please send me the link to the bonus you activated and played with? Alternatively, you may post a screenshot here with the bonus along with its Terms and Conditions, or you may forward me the promotional email with the offer at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 days ago
Dear Beater,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 days ago
Translation
Yes, I'm sorry, I've had a lot to do privately.
First of all, I would like to thank you for your efforts and time.
I will get in touch with you via the email address provided, thank you in advance.
Best regards
Automatic translation:
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2 days ago
Dear Beater,
I have not received any emails from you yet. Could you please check if you used the correct email address? It's veronika.l@casino.guru.
Moreover, please keep in mind that bonuses often come with a cap on maximum possible winnings. That's why I asked you to send me the Terms and Conditions of the bonus you redeemed and played with.
I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Beater has 4d 19h 51m 2s to reply
